Use the words your members use
For an academy, begin with lessons and replays, access, and coaching sessions. For a trading community, distinguish learning resources from published program rules. For a startup or fintech service, use onboarding, product guidance, and account support.
Keep the first choice simple
Avoid forcing a new member to understand your internal departments. Ask what they need to do, then collect a small amount of context such as a program, cohort, or affected resource.
Give each path an owner
Associate the category with the appropriate knowledge and workflow. Identify the person or team responsible if AI lacks the information or permission to finish.
Keep private cases private
Account status, enrollment, verification, and subscription details should go through the approved private support route. A public discussion about a general rule is a different use case.